Modem returns

We have experienced problems with returned modems not being correctly re-set.  This has surfaced because partners try to re-issue a modem but find it is already assigned to a Skinny account.  The reset process is supposed to both de-link the modem from the original account and add a new $10/30GB, so the modem is ready for re-issue.

But even when this happens correctly, partners are often faced with incomplete equipment returns.  Typically, the user manual and packaging are missing as well as the yellow ethernet cable.

The Spark Foundation does not want Spark Jump families feeling they are getting secondhand equipment, especially without the packaging or with parts missing. The Foundation has therefore decided to recall all returned equipment for refurbishment and/or repair.  Equipment suitable for re-use will then be supplied as new equipment in a new box, complete with all accessories.  These will not be returned directly to the delivery partner, but will be distributed with other new equipment.  The big advantage of this process is that when the modems arrive, partners can have confidence that they are ready for re-issue.

So, what do partners need to do when they receive a returned modem?

  1.  Complete the online form for returned modems here.  Please use your physical site address (not a PO Box).  This online form was previously used for faulty modems, but has now been upgraded to cover all returns.  Partners can also link to this from their Spark Jump Google registers by clicking on cell F2 (‘Returned Modems’).
  2. This will result in a prepaid pre-addressed courier envelope being sent to the partner.
  3. Simply insert the returned modem with any packaging and accessories and call the courier company to collect.
  4. That’s it.  It is unlikely you will ever see this particular modem again, but if you do, you can be confident it be the same as new one.
  5. Our Spark Jump support team also receives a copy of the online form and will redline (shade red) the Google register entry.  This means the modem has been withdrawn and is being sent for refurbishment/repair.
  6. If a courier bag does not arrive within 7-10 days, please contact our support team on 0800 463 422.

Spark Jump Test Modems

A number of partners have requested use of a Spark Jump modem as a Test Modem, i.e. one that they can use for training and for testing performance in marginal coverage areas.  Spark Foundation has approved this use, which is generally limited to one unit per delivery partner.  Someone needs to be accountable for the Test Modem and must complete an online Kawa of Care with contact name and address.  We suggest that the School field in the Kawa of Care be used to identify this as a Test Modem, as well as a note in the Comments field (column H) of the Spark Jump register.  The pre-loaded $10 will expire after 30 days, as for other Spark Jump modems, and partners have the choice of topping up to retain the modem as a test unit, or advising DIAA (sparkjump@diaa.nz) that the modem can be reset for re-issue.

Spark Jump Registers-recording family details

Every DIAA Spark Jump delivery partner is assigned a confidential Google sheet for use as a Spark Jump register.  This records details of modems assigned to each partner as well as contact details for each participating family.  For privacy reasons, access to these registers is restricted to the people directly involved in helping families set up Spark Jump internet connections.

Participants are asked to record their contact details in the online Kawa of Care as part of the set-up process.   These details are then transferred by DIAA’s Spark Jump team to the delivery provider’s Spark Jump register.

Our preference is for programme participants to complete the online Kawa of Care before they leave the venue where they have activated their modem.  There is then no need for delivery partners to enter any participant details in the Google register; this will be entered the same working day by the DIAA team.

However, some partners prefer that participants complete a paper-based copy of the Kawa of Care, and then use this to enter the details themselves in the online version at a later date.   In this case, delivery partners should immediately enter the name of the participant in the Google register (columns B and C) as well as the  date the modem was issued (column E) .

Kawa of Care updates

The most recent updates to the Kawa of Care have caused some confusion and this has been fixed this morning.   A new field was added to record the modem’s broadband number, referred to as the Mobile Station International Subscriber Directory Number (MSISDN).  This is a number used to identify a mobile phone number internationally and normally has New Zealand’s country code at the beginning (e.g. 64 204 123 6119).

We know this has caused some confusion because references on the modem itself and the Skinny website do not use the formal technical name. So we think it is simpler to just refer to this as the Broadband Number and use this number which is printed on the underside of the modem (the 11-digit number, e.g. 0204 123 6119).

Spark Foundation has made this amendment to the Kawa of Care this morning.

 

Spark Jump Modem orders

With the transfer of Spark Jump support from 20/20 Trust to DIAA from 1 August 2018, partners should place all requests for modems by emailing sparkjump@diaa.nz.  Tom is now responsible for distributing modems and these will generally be couriered on Wednesdays and Fridays.  Modems should be received by delivery partners within two working days.  Requests should be made no later than 12 noon on Tuesdays and Thursdays to meet these timings.

To help make sure that partners never run out of modems, we are monitoring closely the stock each partner is holding.  When the number of unallocated modems held by any partner drops below 5, we check your level of activity and if necessary will send another box of modems without waiting for your request.

Some partners request large numbers of modems just in case they run short.  But we encourage everyone to order small quantities frequently, rather than hold large stocks.  We currently have 700 modems in the pipeline – these are ones that have been couriered to a partner but have not yet been allocated to a family.  Our goal is to reduce this number as much as possible without upsetting the smooth delivery of the programme.  So unless you have a special Spark Jump event planned, please limit your requests to 5 or 10 modems (one or two boxes).

Spark Jump – Relocation of Modems

Spark Jump modems are registered against a physical address (after confirming that the address is in a 4G or 4G 700 coverage area).  Families using Spark Jump modems are not permitted to use the modem at other locations without first updating their new address details on their Skinny account.  This can be carried out online or by notifying the Skinny Helpdesk (0800 475 4669).   Families should have their Broadband number (also called the MSISDN number) ready if they call the Helpdesk, as this will help the Skinny support team quickly identify the caller as a Spark Jump family.  Another option is for the family to advise the library or organisation that helped them set up the modem (delivery partner) that they are planning to move to new address. The delivery partner in turn will notify DIAA (sparkjump@diaa.nz or 0800 463 422) so that wireless coverage can be confirmed at the new address and the family’s records updated.

DIAA maintains a register of all modem locations; the register is shared with the Skinny Helpdesk and the Spark Foundation.  Our goal is to ensure that families have uninterrupted service.

Families who do not notify a change of address will appear on a Spark Jump Breach Report, generated by the Skinny team.  This signals the use of the modem at an unknown location and Spark Foundation partners are obliged to contact the family to obtain details of the new address.  If families can not be contacted within 5 working days, their modems will be blocked and they will no longer have access to the Spark Jump internet service.

Some families temporarily relocate their modems to a new location, e.g. during school holidays so that their children have ongoing internet access, or if a family member is hospitalised.  Families in these situations must pre-notify their local delivery partner or DIAA so that a note can be added to their account.  Otherwise, their modems could be blocked.